Customer Service Manager

Join to apply for the Customer Service Manager - Oxley role at Fitness Cartel Australia & New Zealand.

At Fitness Cartel Health Clubs, we're more than a gym — we're an exciting and fast-growing brand with plans to expand to 60+ clubs by 2030. Our state-of-the-art facilities include everything from Cycle Studios and Reformer Pilates to cafés, crèche, and saunas, creating a feel-good environment that motivates, challenges, and inspires.

Join the Cartel

In this role, you'll be responsible for managing the customer service delivery to our members and overseeing the reception team. You will assist members' inquiries with professional service, providing every person who calls or walks through our doors with engaging experiences at every interaction. This is a diverse role that will have you greeting members personally, managing customer queries over the phone, and leading the reception team to drive KPIs for customer service and retention.

• Manage overdue accounts, cancellations, and enquiries, meeting the company targets.
• Supervise the Reception team, providing training and ongoing support for new employees.
• Roster the Reception team, working with the Retail Manager to ensure adequate staff at critical times to provide the ultimate customer service.
• Work with the Reception team to meet and exceed customer service targets and other KPIs.
• Answer calls, handle queries, and manage complaints.
• Utilise the computer and our various software systems to look up member details, create access key tags, process purchases, and assist members with booking classes.
• Perform café duties including using a coffee machine and making protein shakes.
• Maintain venue cleanliness, ensuring the reception/café area is neat and tidy, stock is well displayed, and the apparel is correctly presented.
• Follow directions, prioritise and complete tasks in a timely manner.
• Perform other related duties as required.

• 3+ years' customer service supervisory experience with excellent communication skills.
• Financially driven with a natural drive to achieve individual targets and team goals.
• Experience in a KPI-driven environment.
• Ability to build rapport with people from varied walks of life, and a desire to help people succeed in their goals.
• Ability to solve problems and overcome obstacles.
• Outstanding communication abilities — able to listen, understand, empathise and influence others.
• Customer-focused with a desire to achieve exceptional customer outcomes.
• Ability to be a role model and live by health values and behaviours, while being passionate about the gym brand you work for.
• A can-do attitude with a thirst for learning and growth.
• A passion for health and fitness and eagerness to work in the industry.
• Be reliable, proactive, punctual, professional and well-presented.
• Have a strong work ethic.
• Show initiative, be highly motivated and an adaptable team player with the ability to multitask.
• Computer literacy and ability to learn new systems.
• Communicate and uphold policies and procedures of the business to customers and staff.
• Hold current First Aid and CPR certificates (or willing to attain).
• Have flexibility to work hours suitable for the operations of a gym (shift schedules are provided in advance).
• Have Australian working rights.

• A thriving culture: Be part of the fitness industry's most exciting and rapidly expanding brand.
• Career growth: Opportunities for training, development, and advancement through our Future Leaders program.
• Perks:
  • Free gym membership to all Fitness Cartel locations.
  • Discounts on supplements, apparel, and café products.
  • Access to Merse Wellness Spas at discounted rates.
  • Birthday leave — have your birthday off, and be paid for it.
  • Work in state-of-the-art fitness clubs offering 24/7 access, cycle studios, reformer Pilates, saunas, cafés, and more.

Click 'APPLY' to submit your resume and a cover letter explaining why you want to work with Fitness Cartel and what you can bring to our team. Applications will be reviewed as received, so don't wait—apply today

Note: Only candidates meeting our selection criteria will be contacted. No agencies please